Refund, Cancellation & Rescheduling Policy
Consultation, Treatment & Payments
Effective date: 25 September 2026
This Refund, Cancellation and Rescheduling Policy applies to consultations, consultation fees and treatment programmes or payments made to Candrol Centre of Oncology (“Candrol”). Consultation and treatment are distinct services and fees or written quotations expressly provided otherwise. Because professional services and individualised patient-specific preparation involve different stages of performance, refund entitlement is determined by the stage at which the service has actually performed, subject at all times to this Policy and applicable law.
The consultation stage evaluates consultations for proposed reviews, evaluations, appointments, second opinions, telemedicine and video consultation. Once a consultation is scheduled, a consultation fee may be payable and is non-refundable unless the consultation cannot be performed. Where the patient gives reasonable notice to reschedule or postpone a review or consultation, Candrol will use reasonable efforts to accommodate the request where operationally possible and may lawfully charge or deduct administrative or scheduling charges, if applicable.
Once a rescheduling of a consultation is originally permitted, the request is received at least twenty-four hours before the scheduled appointment and an alternative slot is available. A patient who fails to attend, joins materially late, or otherwise prevents the consultation from proceeding may forfeit the consultation fee. Candrol may reschedule or postpone a consultation for medical, operational or other clinical reasons and will communicate any reasonable alternative available.
Where a consultation fee has been separately described in writing as adjustable against a subsequent treatment package, the adjustment applies only when a patient proceeds with the relevant confirmed treatment. An adjustment cannot be assumed automatically and does not create a treatment entitlement. Any treatment recommendation remains subject to clinical availability and completion of the applicable consent and treatment requirements.
Treatment or procedure payments are governed by the documents, terms of quotation and/or clinical invoice. Where payment has been received but individualised patient-specific laboratory, formulation, chemotherapy, procurement, preparation or other work has commenced, a refund may not be available or may be limited to amounts that are reasonably unspent. Candrol shall determine commencement by reference to contemporaneous internal clinical, operational, scheduling and laboratory records.
Once a refund request is accepted, refunds are processed through the original payment method unless otherwise agreed in writing. The patient is responsible for ensuring that payment details are accurate. Any confirmed refund will be processed as required by applicable law. Charges, bank fees, currency conversion fees and non-refundable third-party charges may be deducted where applicable.